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JC WELDFAB LTD

QUALITY MANUAL

5 Saxon Court

Bradfield Close

Finedon Road Industrial Estate

Wellingborough

Northamptonshire

NN8 4RQ

Copyright © 2018. This Manual and the information contained herein are the property of JC Weldfab Ltd. It must not be reproduced or otherwise disclosed without prior consent in writing from JC Weldfab Ltd.

Issue 1 Page 1 of 79 April 201828810/KA/DW/VL Mk 10.9 QMT05

JC WELDFAB LTD

QUALITY MANUAL

MANUAL IDENTIFICATION

Copy Number:.............of......................

Issued to...............................................

Title......................................................

Signed:...............................................................

Quality Manager


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QUALITY MANUAL

REVISION AND AMENDMENT REGISTER

DATE PAGE NUMBER

PROCEDURE NUMBER

REVISION DETAILS ISSUE NUMBER


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QUALITY MANUAL

CONTENTS

ISO 9001 : 2015 REFERENCE

ForewordOrganisation profileQuality PolicyQuality structure

1 Scope2 Normative references3 Terms and definitions4 Context of the Organisation4.1 Understanding the Organisation and its context4.2 Understanding the needs and expectations of interested parties4.3 Determining the scope of the Quality Management System4.4 Quality Management System and its processes5 Leadership5.1 Leadership and commitment5.1.1 General5.1.2 Customer focus5.2 Policy5.2.1 Establishing the Quality Policy5.2.2 Communicating the Quality Policy5.3 Organisational roles, responsibilities and authorities6 Planning6.1 Actions to address risks and opportunities6.2 Quality Objectives and planning to achieve them6.3 Planning of changes7 Support7.1 Resources7.1.1 General7.1.2 People7.1.3 Infrastructure7.1.4 Environment for the operation of processes7.1.5 Monitoring and measuring resources7.1.6 Organisational knowledge7.2 Competence7.3 Awareness7.4 Communication7.5 Documented information7.5.1 General7.5.2 Creating and updating7.5.3 Control of documented information


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CONTENTS(continued)

ISO 9001 : 2015 REFERENCE

8 Operation8.1 Operational planning and control8.2 Requirements for products and services8.2.1 Customer communication8.2.2 Determining the requirements for products and services8.2.3 Review of the requirements for products and services8.2.4 Changes to requirements for products and services8.3 Design and development of products and services8.3.1 General8.3.2 Design and development planning8.3.3 Design and development inputs8.3.4 Design and development controls8.3.5 Design and development outputs8.3.6 Design and development changes8.4 Control of externally provided processes, products and services8.4.1 General8.4.2 Type and extent of control8.4.3 Information for external providers8.5 Production and service provision8.5.1 Control of production and service provision8.5.2 Identification and traceability8.5.3 Property belonging to customers or external providers8.5.4 Preservation8.5.5 Post-delivery activities8.5.6 Control of changes8.6 Release of products and services8.7 Control of non-conforming outputs9 Performance evaluation9.1 Monitoring, measurement, analysis and evaluation9.1.1 General9.1.2 Customer satisfaction9.1.3 Analysis and evaluation9.2 Internal audit9.3 Management review9.3.1 General9.3.2 Management review inputs9.3.3 Management review outputs10 Improvement10.1 General10.2 Non-conformity and corrective action10.3 Continual improvement


JC WELDFAB LTD

QUALITY MANUAL

FOREWORD

This Quality Manual is the means by which JC Weldfab Ltd (the ‘Organisation’) satisfies the requirements of its customers, particularly with regard to management responsibility.

The Organisation is obliged to ensure that its Quality Policy is fully and completely understood by its employees, and that its procedures are implemented and maintained at all times. This Quality Manual is in accordance with the requirements of BS EN ISO 9001 : 2015. All of the components of the Quality Management System shall be periodically and systematically reviewed by both internal and external Quality Audit procedures.

The Quality Manager, appointed by the Organisation’s (Job Title), is responsible for the control of all matters relating to the implementation of these procedures.

The assurance of quality is fundamental to all the work undertaken by the Organisation. All personnel at every level in the Organisation’s structure shall practise the procedures established.

The potential benefits to the Organisation of implementing this Quality Management System are:

1. The ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements

2. Facilitating opportunities to enhance customer satisfaction3. Addressing risks and opportunities associated with its context and objectives4. The ability to demonstrate conformity to specified Quality Management System requirements.

The principles upon which this Quality Management System is based, as described in ISO 9000 : 2015, are:

1. Customer focus2. Leadership3. Engagement of people4. Process approach5. Improvement6. Evidence-based decision making7. Relationship management.


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PROFILE

In September 2010 JC Weldfab was established, with Jonathan Crossland and Michael Moyers as equal partners in the business who have a combined 20 years’ experience in performance welding and fabrication.

JC Weldfab aims to provide a comprehensive welding and fabrication service, targeted mainly but not exclusively, at the motor sport industry. Services and products will include bespoke exhaust systems, radiators and intercoolers, roll cage installation, and seam welding.

In addition to the bespoke market, JC Weldfab will also offer general fabrication work, including MOT repairs, lorry, car and bike repairs and restorations.

Jonathan and Michael first met in 2006 while working at an established fabrication company at Silverstone Circuit. Following a short period in which their work took them in different directions they met up again in 2008, working for a specialist motor sport company based in Banbury. During this time both Jonathan and Michael were able to learn a huge amount regarding all aspects of performance fabrication and welding and hone their skills.

Having worked for a number of different companies, Jonathan and Michael had been able to observe the pros and cons of how different businesses operate. It was at this time that the idea to start their own company was born. Jonathan and Michael were confident that by utilising what they had learnt they could create a successful business and provide products that they themselves would be happy to accept and be proud of.

Based in Wellingborough, Northamptonshire, JC Weldfab is centrally located between potential race circuit customers at Silverstone, Rockingham MotorSpeedway and Santa Pod. Our workshop is located on the impressive Saxon Court, which hosts on site electronic security, so if you were to leave you vehicle with us you can put your mind at rest as it would be in very safe and capable hands.


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QUALITY MANUAL

QUALITY POLICY

JC Weldfab Ltd (the ‘Organisation’) aims to provide defect free products and services to its customers on time and within budget.

The Organisation operates a Quality Management System that has gained BS EN ISO 9001 : 2015 certification, including aspects specific to the provision of performance welding and fabrication services.

The management is committed to:

1. Develop and improve the Quality Management System2. Continually improve the effectiveness of the Quality Management System3. The enhancement of customer satisfaction.

The management has a continuing commitment to:

1. Ensure that customer needs and expectations are determined and fulfilled with the aim of achieving customer satisfaction

2. Communicate throughout the Organisation the importance of meeting customer needs and all relevant statutory and regulatory requirements

3. Establish the Quality Policy and to set Quality Objectives at relevant functions, levels and processes4. Ensure that the Management Reviews set and review the Quality Objectives, and report on the internal audit

results as a means of monitoring and measuring the processes and the effectiveness of the Quality Management System

5. Ensure the availability of resources.

The structure of the Quality Management System is defined in this Quality Manual.

All personnel understand the requirements of this Quality Policy and abide with the contents of the Quality Manual. The Organisation complies with all relevant statutory and regulatory requirements. The Organisation constantly monitors its quality performance and implements improvements when appropriate.

This Quality Policy is regularly reviewed in order to ensure its continuing suitability.

Copies of the Quality Policy are made available to all members of staff and to relevant interested parties. Copies of the minutes of Management Reviews, or extracts thereof, are provided to individual members of staff in accordance with their role and responsibilities as a means of communicating the effectiveness of the Quality Management System.

Date of Issue: Signed:

Date of Next Review: Print Name:


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QUALITY MANUAL

QUALITY STRUCTURE CHART

This chart establishes responsibilities and lines of internal communication within the Quality Management System and does not necessarily portray other management structures.


DIRECTORSProvision of Resources

Quality PolicyManagement Review

Operational Planning and ControlCompetence, Awareness and Training

Customer Satisfaction

QUALITY MANAGER/WORKSHOP ADMINISTRATORCompetence, Awareness and Training

Customer SatisfactionQuality Management System Planning

Management ReviewMonitoring, Measurement, Analysis and Evaluation

CommunicationControl of Documented Information

Internal Quality AuditsPurchasing

Control of Service ProvisionNon-conformity and Corrective Action

Operational Planning and Control

WELDERS/FABRICATORSCompetence, Awareness and Training

Customer Satisfaction

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QUALITY MANUAL

1 - SCOPE

The scope of the Organisation’s certification is defined within the Quality Policy and is recorded on the ISO 9001 Certificate. As a minimum this Quality Manual addresses all requirements for conformance with BS EN ISO 9001 : 2015 in pursuit of any activities falling within the scope of its certification.

The defined scope of certification is: the provision of performance welding and fabrication services.

This Quality Manual demonstrates the Organisation’s:

1. Ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements

2. Ability to determine both the external and internal contexts in which it operates and shall monitor and review the issues which arise

3. Aims to identify the needs and expectations of interested parties4. Aims to enhance customer satisfaction through the effective application of the Quality Management

System, including processes for improvement of the System and the assurance of conformity to customer and applicable statutory and regulatory requirements.

Whenever any requirement(s) of this International Standard cannot be applied they are deemed to be not applicable. The rationale for all such exclusions is clearly set out in this Quality Manual.

Such inapplicabilities do not affect the Organisation’s ability, or responsibility, to provide products and services that meet customer and applicable statutory and regulatory requirements.


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2 - NORMATIVE REFERENCES

At the time that this Quality Manual was prepared the entire fundamentals and vocabulary relating and applied to ISO 9001 : 2015 are set out in the document titled:

ISO 9000 : 2015, Quality Management Systems — Fundamentals and Vocabulary.

Parties to agreements based on ISO 9001 : 2015 are encouraged to adopt the amendments contained in any subsequent editions of the International Standard that may be published. Members of ISO and IEC maintain registers of currently valid International Standards.


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3 - TERMS AND DEFINITIONS

The International Organisation for Standardisation (ISO) has defined 138 terms for use in Quality Management Systems and these can be found in ISO 9000 : 2015 - Quality Management Systems — Fundamentals and Vocabulary. The following, however, may be helpful:

A management system is a ‘set of interrelated or interacting elements of an organisation to establish policies and objectives, and processes to achieve those objectives’.

An objective is a ‘result to be achieved’.

A product is the ‘the output of an organisation that can be produced without any transaction taking place between the organisation and the customer’.

A service is the ‘the output of an organisation with at least one activity necessarily performed between the organisation and the customer’.

A customer is a ‘person or organisation that could or does receive a product or a service that is intended for or required by this person or organisation’.

A provider (alternatively known as a supplier) is an ‘organisation that provides a product or service’.

A process is ‘a set of interrelated or interacting activities that use inputs to deliver an intended result’. In simple terms, what you do to get something.

A procedure is ‘a specified way to carry out an activity or process’.

A document is ‘information and the medium on which it is contained’.

A record is a ‘document stating results achieved or providing evidence of activities performed’.

Documented information is ‘information required to be controlled and maintained by an organisation and the medium on which it is contained’.

Context of the organisation is a ‘combination of internal and external issues that can have an effect on an organisation’s approach to developing and achieving its objectives’.

Interested party is ‘a person or organisation that can affect, be affected by, or perceive itself to be affected by a decision or activity’.


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3 - TERMS AND DEFINITIONS(continued)

Improvement is ‘activity to enhance performance’.

Non-conformity is ‘non-fulfilment of a requirement’.

Corrective action is ‘action to eliminate the cause of a non-conformity and to prevent recurrence’.

Preventive action is ‘action to eliminate the cause of a potential non-conformity or other potential undesirable situation’.

Risk is the ‘effect of uncertainty’.

A Quality Plan is a ‘specification of the procedures and associated resources to be applied when and by whom to a specific object’.

An Audit is a ‘systematic, independent and documented process for obtaining objective evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled’.

Quotation marks on this page denote direct quotations from ISO 9000 : 2015.


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4 - CONTEXT OF THE ORGANISATION

4.1 Understanding the Organisation and its context

Summaryof

Requirements

The Organisation is to determine both the external and internal contexts in which it operates and shall monitor and review the issues which arise.

STATEMENT/PROCEDURE

1. The Organisation’s external context has been evaluated and documented, taking into account such factors as:

1. The social and cultural environment2. The political environment3. The legal and regulatory environment4. The market environment5. The technological environment6. The economic environment7. The natural environment8. The competitive environment9. The geographical scope of each environment10. Key drivers and trends.

2. These may include some or all of the following aspects:

1. Contractual arrangements2. Legislation, i.e. employment law, data protection, Health & Safety requirements3. Market competition4. Overall economic climate in the UK5. Environmental requirements affecting products and service including End of Life6. Technological advances within your industry7. Standardisation and certification within the industry8. Relationships with external interested parties, i.e. customers, suppliers9. Perceptions/values of external interested parties10. External inspections/audits11. Competitors ceasing trading providing opportunity12. Availability of raw materials13. Availability of external providers.


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4.1 Understanding the Organisation and its context (continued)

3. The Organisation’s internal context, within which it seeks to achieve its objectives, has been evaluated and documented, taking into account such factors as:

1. Governance2. Organisational structure, roles and accountabilities3. Policies, objectives and the strategies that are in place to achieve them4. Capabilities, in terms of resources and knowledge5. Information systems, information flows and decision-making processes6. Organisational culture7. Standards, guidelines and models8. Contractual relationships.

4. These may include some or all the following aspects:

1. Structure and roles within the organisation2. Availability of reliable, qualified and competent workforce3. Stability of workforce including retention of staff4. Staff training levels and assessment of competency5. Effective Internal Communication6. Governance, Policies, objectives7. Resources8. Knowledge9. Decision making processes10. Improvement tools and abilities to apply11. Co-operation of workforce12. Business Continuity Considerations.

5. The external and internal context is reviewed at least annually and the documentation updated accordingly.


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4.2 Understanding the needs and expectations of interested parties

Summaryof

Requirements

The Organisation shall determine its relevant interested parties, along with their requirements with regard to the Quality Management System.

STATEMENT/PROCEDURE

1. The interested parties that are relevant to the Quality Management System are defined as:

1. Customers, i.e. competitive pricing, reliability of service and value added service2. Employees, i.e. shared culture, workplace attitudes and employment security3. Providers, i.e. supply chain management and relationships4. Management, i.e. communication and meetings5. Shareholders, i.e. benefits of investment6. Statutory and Regulatory bodies, i.e. compliance activity7. External Audit parties8. Neighbouring businesses.

2. The significant requirements of these interested parties include:

1. The consistent provision of products and services which meet customer requirements2. The continual enhancement of customer satisfaction3. A safe and pleasant working environment4. Adherence to legal and regulatory requirements.5. Conformance with the Organisation’s policies and standards6. Health & Safety risks associated with existing operations, products and services7. Health & Safety costs and benefits, both internally and externally8. Adverse impacts of products, processes, services on human health9. Attitudes and perceptions, both internally and externally10. Incidents, fines and violations11. Supply chain and contractor issues12. Effectiveness of communications.


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4.3 Determining the scope of the Quality Management System

Summaryof

Requirements

The scope of the Quality Management System shall be determined and documented using:a) The context of the Organisationb) The requirements of relevant interested partiesc) The Organisation’s products and services.

STATEMENT/PROCEDURE

1. Taking into account the output from Sections 4.1 and 4.2 above, along with the products and services offered by the Organisation, management ensures that this Quality Manual includes:

1. The defined scope of the Quality Management System with any non-applicable clauses identified and justified

2. Documented procedures or reference to them within other documents3. A description of the interaction of processes.

2. Effective implementation of the Quality Management System is monitored on an informal basis, as part of the Organisation’s day-to-day operations.

3. The Quality Manager deals with instances when the Quality Management System is not correctly implemented.

4. Persistent breaches of the Quality Management System are dealt with in accordance with the Organisation’s disciplinary procedures.

5. Such breaches are taken into account when reviewing:

1. The overall operation of the Organisation’s Quality Management System2. The Quality Manual, to ensure that it is up to date and accurately reflects the working

practices of the Organisation3. Staff training requirements.


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4.4 Quality Management System and its processes

4.4.1Summary

ofRequirements

The Organisation shall fully establish and operate a Quality Management System in accordance with the requirements of the International Standard, including the determination of required processes and their application throughout the Organisation.

4.4.2Summary

ofRequirements

The Organisation shall document its processes and maintain sufficient documented information to provide evidence that the processes and associated operations are being carried out.

STATEMENT/PROCEDURE

1. As part of the implementation of this Quality Management System, the Organisation has identified and documented in this Manual:

1. The processes needed for the Quality Management System2. The sequence and interaction of these processes3. The criteria and methods used to ensure the effective operation and control of these

processes, including responsibilities and authorities4. The means to ensure the availability of the resources and the information necessary to

support the operation, monitoring and continual improvement of these processes5. The risks and opportunities as determined in accordance with the requirements of Section

6.16. The processes used to measure where applicable, monitor and analyse these processes

and implement action necessary to achieve planned results and monitor continual improvement.


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4.4 Quality Management System and its processes (continued)

2. The Quality Management System is based on the following process model:

Note: Numbers in brackets refer to the clauses in the International Standard.

3. As part of the Management Review process, the Organisation reviews the Quality Management System and, when required, makes changes in order to ensure that it continues to meet management requirements and market conditions.


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5 - LEADERSHIP

5.1 Leadership and commitment

5.1.1 Leadership and commitment for the Quality Management System

Summaryof

Requirements

Top management shall demonstrate its leadership and commitment with regard to the Quality Management System by:a) Defining quality related responsibilitiesb) Ensuring the implementation of the Quality Management System and its integration into

the Organisation’s business processesc) Ensuring that the customer’s quality requirements are reflected in the products and

services provided.Clear evidence of top management’s commitment to the Quality Management System, including its development and improvement, must be made available.

STATEMENT/PROCEDURE

1. The Quality Policy includes a commitment from management to develop and improve the Quality Management System by:

1. Communicating throughout the Organisation the importance of meeting customers’ requirements

2. Communicating throughout the Organisation the importance of meeting all relevant statutory and regulatory requirements

3. Establishing the Quality Policy and its Objectives4. Promoting improvement5. Conducting Management Reviews6. Ensuring the availability of resources.

2. Management also commits to:

1. Promote the use of risk-based thinking2. Ensure that the Quality Management System performs as intended3. Support other relevant management roles with regard to their delegated responsibilities.


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5 - LEADERSHIP

5.1 Leadership and commitment (continued)

5.1.2 Customer focus

Summaryof

Requirements

Top management shall ensure that the Organisation:a) Understands and meets its customer and compliance requirementsb) Determines the risks and opportunities with regard to product and service conformity,

and customer satisfaction.c) Focuses on continual improvement in customer satisfaction.

STATEMENT/PROCEDURE

1. Customer focus is ensured by the implementation of the contract review processes set out in Section 8.2.2 (Determination of requirements for products and services).

2. Feedback from customer monitoring as described in Section 9.1.2 of this Manual is reviewed during Management Review.

3. The risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed as part of Section 6.1.

4. The management team understands that achieving customer confidence in the quality of the Organisation’s service is paramount to future success. Customer satisfaction is monitored in accordance with the relevant procedures set out in Section 9.1.2 of this Manual and the results are fed back for Management Review.


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5 - LEADERSHIP

5.2 Policy

5.2.1 Establishing the Quality Policy

Summaryof

Requirements

Top management is to create and implement a Quality Policy that:a) Takes into account the purpose and context of the Organisationb) Supports the strategic direction of the Organisationc) Provides a suitable framework for the setting of Quality Objectivesd) Commits top management to satisfy applicable requirementse) Commits top management to continual improvement of the Quality Management System.

5.2.2 Communicating the Quality Policy

Summaryof

Requirements

The Quality Policy shall be:a) Documented and made available to all interested partiesb) Communicated, understood and implemented throughout the Organisation.

STATEMENT/PROCEDURE

1. The Organisation’s Quality Policy is documented earlier in this Quality Manual and fulfils the requirements summarised above.

2. In order to provide evidence of the Organisation’s commitment to the Quality Policy, it is regularly reviewed and any changes are approved as part of the formal Management Review proceedings. These reviews and all approved changes are recorded in the minutes of the Management Reviews.

3. Copies of the Quality Policy are made available to all members of staff. Copies of the minutes of Management Reviews, or extracts thereof, are provided to individual members of staff in accordance with their role and responsibilities as a means of communicating the effectiveness of the Quality Management System.

4. Copies of the Quality Policy are made available to relevant interested parties, where considered appropriate to do so.


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5 - LEADERSHIP

5.3 Organisational roles, responsibilities and authorities

Summaryof

Requirements

Top management shall ensure that the responsibilities and authorities for roles within the Quality Management System are defined and understood throughout the Organisation.

STATEMENT/PROCEDURE

1. Responsibilities and authorities, together with the job titles of those responsible for communicating them throughout the Organisation, are illustrated on the Quality Structure Chart in this Manual.

2. The Directors ensures that, at all times, a nominated member of staff, referred to in this Manual as the Quality Manager, has responsibility for:

1. Ensuring that the Quality Management System accurately reflects the requirements of the International Standard

2. Ensuring that all processes deliver their intended results3. Providing reports on the performance of the Quality Management System and reporting

opportunities for improvement back to Top Management4. Prioritising customer focus5. Evaluating and implementing planned changes to the Quality Management System.


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6 - PLANNING

6 Planning

6.1 Actions to address risks and opportunities

6.1.1Summary

ofRequirements

The Organisation shall consider the context of the Organisation and the requirements of interested parties in order to define all relevant risks and opportunities associated with the operation of the Quality Management System.

6.1.2Summary

ofRequirements

The Organisation shall:a) Take appropriate actions to address the risks and opportunitiesb) Integrate and implement those actions throughout the Quality Management Systemc) Evaluate the effectiveness of those actions.

STATEMENT/PROCEDURE

1. Quality Management System planning forms part of the Management Review process described in Section 9.3.

2. The Organisation holds regular management and operational review meetings to set and monitor the quality related objectives, ensuring that risks and opportunities are included as part of this process to the extent considered necessary. The management team reviews the Quality System in order to ensure that it addresses all relevant processes and verification requirements.

3. Processes that are necessary to facilitate the service provided, are determined, planned and implemented in accordance with the relevant procedures described in Section 8.1 of this Manual. The effectiveness of the documented procedures is subject to regular Management Review and revisions/improvements are made as necessary.


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6 - PLANNING

6.1 Actions to address risks and opportunities (continued)

4. The risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed by inclusion in all relevant decision-making processes to the extent considered necessary. The Risks and opportunities Register acts as a tool to identify risks associated with opportunities as well as providing a platform for the ongoing management of business continuity.

5. Wherever risks and opportunities are identified, and where considered appropriate by management, suitable treatment is documented on a Risks and opportunities Register and implemented.


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6 - PLANNING

6.2 Quality objectives and planning to achieve them

6.2.1Summary

ofRequirements

The Organisation shall establish Quality Objectives at relevant functions, levels and processes throughout the scope of the Quality Management System.

6.2.2Summary

ofRequirements

The Organisation shall develop suitable plans for achieving the Quality Objectives, including required actions and resources, responsibilities, timescales and evaluation of results.

STATEMENT/PROCEDURE

1. The Organisation’s primary Quality Objective is defined in the Quality Policy as “the Organisation aims to provide defect free products and services on time and within budget”.

2. Quality Objectives are established and documented at relevant functions, levels and processes needed for the Quality Management System.

3. Effective measurement of the defined Objectives is achieved by the application of all of the procedures described in Sections 9 and 10 of this Manual relating to recording, monitoring and analysing customer feedback and non-conformance issues.

4. Effective review of the defined Objectives is an integral part of the Quality Policy review as required by the procedures described in Section 9.3 (Management review).


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6 - PLANNING

6.3 Planning of changes

Summaryof

Requirements

The Organisation shall plan any necessary changes to its Quality Management System.

STATEMENT/PROCEDURE

1. The Quality Manager is responsible for assessing all proposed changes to the Quality Management System in accordance with the criteria summarised above.

2. Proposed changes are documented on a Quality Management System Change Control Record and, where necessary, circulated to relevant interested parties for comment. The form reflects:

1. The purpose of the changes and their potential consequences2. Resource availability3. Responsibilities and authorities.

3. When made, all changes are reflected in the Quality Manual and communicated to relevant interested parties.

4. The Quality Manager monitors the impact of any change and proposes further change in the event of adverse consequences.


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7 - SUPPORT

7.1 Resources

7.1.1 General

SummaryOf

Requirements

The resources needed for the establishment, implementation, maintenance and continual improvement of the Quality Management System shall be determined and provided.

7.1.2 People

Summaryof

Requirements

The persons necessary for the effective implementation of the Quality Management System and for the operation and control of its processes shall be determined and provided.

STATEMENT/PROCEDURE

1. The identification of revised or additional resources required to implement and improve the processes of the Quality Management System takes place as part of day-to-day management as well as part of the Management Review procedures described in Section 9.3.

2. The Organisation considers:

1. The level of existing internal resources in terms of their capabilities and constraints2. Resources which need to be obtained from external providers.

3. In addition to Management Reviews, regular informal meetings take place. Significant issues are discussed and appropriate action is agreed and implemented, as necessary.

4. Parts and components are ordered as required, whenever possible, for each order, therefore, minimum levels of stock is held by the Organisation.

5. The Directors ensure that, at all times, adequate human resources are available that are suitably qualified to conduct work activities in accordance with specific customer requirements and any applicable legislative or regulatory requirements.


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7 - SUPPORT

7.1 Resources (continued)

7.1.3 Infrastructure

Summaryof

Requirements

The infrastructure necessary for the operation of the Organisation’s processes and to achieve conformity of products and services shall be determined, provided and maintained.

STATEMENT/PROCEDURE

1. The Directors monitor the performance of workshop tools and equipment on a daily basis. Any required preventive maintenance is carried out in-house in order to ensure continuing process capability.

2. Quality related computer files are maintained in accordance with the relevant procedures described in Section 7.5.3 (Control of documented information).

3. The suitability of buildings, equipment and workspace is reviewed during Management Review and periodic internal management meetings.

4. All company vehicles are maintained effectively in line with company policy. Records of such information is held by the company, i.e. MOT, Insurance, service records.

5. The Organisation’s lifting equipment is serviced in accordance with the manufacturer’s recommendations, and LOLER regulations, with suitable records of thorough examinations held on file. This includes ramps and hoists.

6. All records of Portable Appliance Testing are held on file in accordance to the HSE Guidelines on Portable Appliance Testing.

7. The Organisation’s computer system is serviced and maintained by an experienced member of staff with the necessary expertise.

8. All working lifting equipment available thoroughly examined at six-monthly intervals in accordance with the relevant legal and regulatory requirements and before issue and after return.


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7 - SUPPORT


9. The Directors are responsible for all requirements relating to the maintenance of workshop equipment including:

1. Defining the Planned Preventive Maintenance (PPM) of all new and existing workshop equipment

2. Scheduling the frequency of equipment maintenance3. Maintaining PPM records4. Identifying requirements of first line spare parts5. Arranging appropriate maintenance requirements.

10. Details are recorded in the Equipment Maintenance Register.

11. Users of equipment ensure its regular cleaning both when in use and in particular, after each period of use.

12. For the purposes of this Quality Management System, all other elements of the infrastructure are treated as resources and provided, maintained, checked and replaced accordingly. This is administered by the application of the relevant procedures set out in Sections 8.5.1 (Control of production and service provision) and 7.1.5 (Monitoring and measuring resources).


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7 - SUPPORT


7.1.4 Environment for the operation of processes

Summaryof

Requirements

The work environment required to achieve conformity with product and service requirements shall be identified, determined, provided and managed.

STATEMENT/PROCEDURE

1. Senior management ensures that a suitable environment is maintained that provides for safe systems of work and the ability to achieve conformity to product and service requirements.

2. A trusted member of staff regularly cleans the offices.

3. Staff facilities and the workplace are maintained in an acceptable condition in order to ensure that all staff can carry out their duties effectively and efficiently.

4. The stores/workshop are regularly cleaned to provide a pleasant working environment for staff and for safety reasons.

5. First aid kits and fire extinguishers are provided and maintained throughout the Organisation.

6. A Risk Assessment has been produced relating to work being carried out in areas where Health & Safety is of paramount importance.


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7 - SUPPORT


7.1.5 Monitoring and measuring resources

7.1.5.1 General

Summaryof

Requirements

The resources needed to ensure valid and reliable monitoring and measuring results shall be determined and provided. Appropriate documented information shall be maintained to demonstrate fitness for purpose of the monitoring and measurement resources.

7.1.5.2 Measurement traceability

Summaryof

Requirements

In circumstances in which measurement traceability is a requirement, or is essential in providing confidence in the validity of measurement results, equipment shall be accurately calibrated or verified, or both. Equipment shall also be uniquely identified and safeguarded from factors which would invalidate the calibration and hence the measurement results.

STATEMENT/PROCEDURE

1. The Organisation does not use any equipment that requires any accurate measuring/monitoring requirements. Therefore, this Section is not applicable to the nature of the Organisation’s current activities. The Management Review process monitors this situation.

2. Should these circumstances change, any equipment used for final verification would be calibrated and traceable to National Standards or, if not possible, the methods of calibration defined.


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7.1.6 Organisational knowledge

Summaryof

Requirements

Sufficient knowledge shall be determined by the Organisation in order to operate its processes and to ensure that its products and services suitably conform.Maintenance and availability of this knowledge to the necessary degree shall be ensured.The Organisation shall consider its existing knowledge when dealing with changing requirements and trends and determine how any extra knowledge needed and necessary updates may be obtained or how access may be gained to these.

STATEMENT/PROCEDURE

1. The Organisation’s knowledge is mainly vested in:

1. Its staff2. Its documented information.

2. Levels of competence and awareness are improved at every opportunity, in accordance with Sections 7.2 (competence) and 7.3 (awareness) of this Quality Manual.

3. Staff are encouraged to share knowledge with colleagues as frequently as necessary so that a high level of knowledge is sustained throughout the Organisation.

4. Information is communicated to all levels of the Organisation using the principles embodied in Section 7.4 (communication).

5. Documented information is created as far as practicable to reflect the knowledge possessed by the Organisation’s staff and is controlled in accordance with Section 7.5 (documented information).


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7.2 Competence

Summaryof

Requirements

The following shall be undertaken by the Organisation:a) The competence required of person(s) doing activities under its control affecting the

performance and effectiveness of the Quality Management System shall be determinedb) The Organisation shall ensure that such persons are competent as regards suitable

education, training, or experiencec) Actions shall be taken to gain the competence required and to assess the effectiveness of

actions taken, where applicabled) As evidence of competence, appropriate documented information shall be kept.

7.3 Awareness

Summaryof

Requirements

It shall be ensured by the Organisation that persons doing work under the Organisation’s control are aware of:a) The Quality Policyb) Relevant Quality Objectivesc) Their role in relation to the effectiveness of the Quality Management System, including

the advantages of improvements in performanced) The consequences of failing to meet the Quality Management System requirements.

STATEMENT/PROCEDURE

1. All new members of staff receive appropriate induction training during their probationary period. This includes an introduction to the Quality Policy and their individual role in the operation of the Quality Management System and the achievement of relevant Quality Objectives, in addition to the implications of not conforming with the Quality Management System requirements.

2. Staff training and competence are assessed taking into account each individual’s education, skills and experience.

3. Requirements for further training are identified as part of day-to-day management and as part of the Management Review process set out in Section 9.3.


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7.27.3

Competence (continued)Awareness (continued)

4. Training and competence requirements may be identified as a result of:

1. Performance reviews2. New personnel3. New equipment and/or technology4. Revised legal and/or regulatory requirements (e.g. Health & Safety)5. Revised industry standards6. Employee request.

5. Appropriate training methods and aides are used that may include:

1. Internal training by suitably trained staff2. External training by an approved training provider3. Technical Manuals4. Induction training5. equipment training6. You tube7. One-to-one mentoring8. Health & Safety training.

6. Individual Training records of staff training and competence is kept including such details as:

1. Level of competence attained2. Date of training or event3. Training and/or activities undertaken4. Duration5. Qualifications and/or Certificates attained6. Ongoing and/or future training and/or re-certification requirements.

7. Records are periodically reviewed to ensure all certificates and accreditations remain valid and in date.


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7.4 Communication

Summaryof

Requirements

The internal and external communications relating to the Quality Management System shall be determined, including:a) The subject of its communicationsb) When communications take placec) With whom communications should be carried outd) How communications are carried oute) Who takes part in communications.

STATEMENT/PROCEDURE

1. The Quality Policy is displayed on the Organisation’s website to ensure that it is made available and brought to the attention of all members of staff.

2. The effectiveness of the Quality Management System is communicated throughout the Organisation by providing copies of the minutes of Management Reviews, or extracts thereof, to individual members of staff in accordance with their role and responsibilities.

3. Appropriate methods for internal communication are used according to the nature and required distribution of the information.


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7.5 Documented information

7.5.1 General

SummaryOf

Requirements

The following shall be included in the Organisation’s Quality Management System:a) Documented information as dictated by the International Standardb) Documented information determined as being essential for the effectiveness of the

Quality Management System by the Organisation.

STATEMENT/PROCEDURE

1. The following items are particularly significant in contributing to the Quality Management System and ensuring the effective operation and control of its procedures:

1. The Quality Policy2. This Quality Manual3. Quality critical records4. The Health & Safety Policy5. The Risk Assessment.


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7.5 Documented information (continued)

7.5.2 Creating and updating

Summaryof

Requirements

The following shall be ensured by the Organisation when documented information is created and updated:a) That it is suitably identified and described (e.g. a title, date, author, or reference number)b) Format (e.g. language, software version, graphics) and media (e.g. paper, electronic)c) Review and approval for suitability and adequacy.

STATEMENT/PROCEDURE

1. All created and updated documented information includes the following:

1. Title2. Date3. Author4. Reference number5. Version number.

2. New document templates are approved by the Quality Manger and recorded on the Document Template Control Schedule, to ensure that up-to-date templates are used consistently throughout the Organisation.

3. Where necessary, documents are approved at an appropriate level before release from the Organisation.


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7.5.3 Control of documented information

7.5.3.1

Summaryof

Requirements

The Organisation is to control documented information essential for the Quality Management System and for ISO 9001 : 2015 to ensure:a) Its availability and suitability for use, where and when it is requiredb) Adequate protection of this documented information (e.g. from loss of confidentiality,

unsuitable use, or loss of integrity).

7.5.3.2

Summaryof

Requirements

The following activities shall be addressed by the Organisation for the control of documented information, as applicable:a) Distribution, access, retrieval and useb) Storage and preservation, including preservation of legibilityc) Control of changes (e.g. version control)d) Retention and disposition.The Organisation shall identify, as appropriate, and control documented information of external origin which it determines to be necessary in order to plan and operate the Quality Management System.The Organisation shall protect documented information kept as evidence of conformity from unintentional amendments.

STATEMENT/PROCEDURE

QUALITY MANUAL

1. The Quality Manger has approved this Quality Manual and will approve all subsequent issues.

2. The only controlled copy of the Quality Manual is that held on the Organisation’s computer system and is maintained by the Quality Manager.

3. All hard and any other electronic copies are by definition uncontrolled.


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4. Proposed changes to the Quality Manual are identified during the day-to-day activities as well as more formally during the Management Review process described in Section 9.3.

5. Proposed changes are reviewed and, if appropriate, adopted by the Quality Manger after taking into account all of the relevant information.

6. When adopted, changes are made to the controlled copy of the Quality Manual and the appropriate personnel are notified of the change.

OTHER CONTROLLED DOCUMENTS

7. The Quality Manager maintains a Document Template Control Schedule, with document specific requirements for the control of templates used as part of the Quality Management system.

8. Documents may be in any form or type of medium.

9. In addition, the Organisation has access to any technical reference material that are applicable to the scope of its business requirements using the appropriate sources including the Internet.

10. The storage system ensures that documents are clearly identified, adequately protected, remain legible and are readily accessible.

GENERAL CONTROLS

11. The Organisation’s computer system is regularly backed up with a copy securely stored.

12. The integrity of the computer system and the data held on it is maintained by running background virus protection software and the maintenance of effective and regularly updated firewalls.


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RECORDS

13. The Quality Manager is responsible for keeping the following records and similar documents for a minimum period of 12 months or as required by legal, regulatory and/or contractual requirements, whichever is the longer, in order to demonstrate conformity to the requirements and effective operation of the Quality Management System:

1. Previous Management Review Records2. Quality Audit Reports3. Management Information Records4. Staff suggestions5. Staff Training Records6. Non-conformance Records including customer complaints7. Customer Satisfaction Monitoring Records8. Equipment Maintenance Register9. Wheel repair forms10. Job Cards11. Exhaust & Tuning Enquiry forms12. Roll Cage Enquiry forms13. The Health & Safety Risk Assessment14. The Google calendar15. The Enquiry Register16. The Quotation Matrix17. Quotations18. The Purchase order book19. The Job book.

14. The Quality Manager is responsible for:

1. Identifying and specifying the records that are subject to control2. Nominating individuals responsible and accountable for every record3. Specifying the contents of records (through procedures)4. Record disposal.


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15. The Organisation’s storage system, both in electronic and hard copy, ensures that all quality records and similar documents are adequately protected, remain legible and identifiable. Records are stored and maintained in a manner to make them readily retrievable, in facilities that provide an environment to minimise deterioration or damage and to prevent loss.


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8.1 Operational planning and control

Summaryof

Requirements

Planning, implementation and control of the processes (see 4.4) necessary to meet the requirements for the provision of products and services, and to implement the actions determined in Clause 6, shall be carried out as the Organisation:a) Determines the requirements for the products and servicesb) Establishes criteria for:

a. The processesb. The acceptance of products and services.

c) Determines the essential resources to conform to the product and service requirementsd) Implements control of the processes based on the criteriae) Determines and keeps documented information as required:

a. To be sure that the processes have been executed according to planb. To be able to show that products and services conform to their requirements.

The output of this planning shall suit the Organisation’s operations.Planned changes shall be controlled and the results of unintentional changes evaluated by the Organisation, taking action to lessen any adverse effects, as necessary.It shall be ensured that outsourced processes are controlled by the Organisation (see 8.4).

STATEMENT/PROCEDURE

1. The work planning process involves determining and taking into account the Quality Policy, Objectives and the requirements of the product and/or service requirements. This is achieved by the application of the documented Quality Management System and related processes and includes the provision of any necessary resources and validation and verification methods.

2. All work is scheduled in a shared google calendar through the following processes:

1. Ramp work is scheduled in purple2. Long term work (over 1 day) is scheduled in yellow3. Jobs with a deadline date are scheduled in red.

3. Staff Holidays are planned on a shared google calendar on the computer system.


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8.1 Operational planning and control (continued)

4. Staff are allocated to a job based on customer requirements, skills required, workloads and their availability.

5. Once allocated, each member of staff is responsible for planning their own work.

6. The Directors ensure that, at all times, adequate human resources are available that are suitably qualified to conduct work activities in accordance with specific customer requirements and any applicable legislative or regulatory requirements.

7. Regular informal meetings take place at which any significant issues are discussed and appropriate action is agreed and implemented, as necessary.


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8.2 Determination of requirements for products and services

8.2.1 Customer communication

Summaryof

Requirements

The following activities relate to communication with customers:a) The provision of information relating to products and servicesb) The handling of enquiries, contracts or orders, including changesc) Acquiring customer feedback relating to products and services, including customer

complaintsd) The handling or control of customer propertye) Establishing particular requirements for contingency actions, when relevant.

8.2.2 Determining the requirements related to products and services

Summaryof

Requirements

The Organisation shall ensure the following when determining the requirements for the products and services for customers:a) Description of the requirements for the products and services, including:

a. Any applicable statutory and regulatory requirementsb. Those considered essential by the Organisation.

b) The Organisation can realise the claims for its products and services on offer.

8.2.3 Review of requirements related to products and services

8.2.3.1Summary

ofRequirements

The Organisation’s ability to fulfil the requirements for products and services to be offered to customers shall be ensured. A review shall be conducted by the Organisation before it commits to supplying products and services to a customer, which shall include the following:a) Requirements as described by the customer, which include the requirements for delivery

and post-delivery activitiesb) Requirements not specified by the customer, but essential for the stated or intended use,

when known


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8.2 Determination of requirements for products and services (continued)

8.2.3 Review of requirements related to products and services (continued)

8.2.3.1 (cont’d)

Summaryof

Requirements(continued)

c) The Organisation’s stated requirementsd) Statutory and regulatory requirements which apply to the products and servicese) Contract or order requirements that are different to previous ones.Resolution of contract or order requirements that are different from requirements previously defined shall be ensured by the Organisation. Before acceptance, the Organisation shall confirm the customer’s requirements in the event that the customer fails to provide a documented statement of their requirements.

8.2.3.2Summary

ofRequirements

Documented information shall be kept by the Organisation, as applicable:a) On the outcomes of the reviewb) On any further requirements for the products and services.

8.2.4 Changes to requirements for products and services

Summaryof

Requirements

Relevant documented information shall be amended by the Organisation whenever the requirements for products and services are changed. Relevant persons shall also be made aware of the changed requirements.

STATEMENT/PROCEDURE

1. Enquiries are received or acquired by the following means:

1. Telephone, e-mail and Facebook2. Established customers 3. Established industry contacts4. Word of mouth recommendations5. Customers visiting in person6. The Organisation’s website and other marketing initiatives.


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2. The enquiry is reviewed by the Organisation to ensure the customer's requirements can be met.

3. If after reviewing, the Organisation decides it does not have the capability to fulfil the requirements of the enquiry, the enquirer is advised of the Organisation's decision to decline to proceed.

4. Depending on the nature of the enquiry, either a Tuning and Exhaust enquiry form, or a Roll Cage Enquiry form is completed by the Workshop Administrator.

5. A unique Enquiry/Quote No. is taken from the next available entry in the Enquiry Register within the Job book, and entered onto the quote form.

6. The Enquiry Register within the Job book is completed with the following information:

1. Unique Enquiry/quote number2. Customer name3. Registration number4. Telephone number5. Vehicle make and model6. Description of job7. Quotation value8. Won Y/N9. Booked in10. Job number11. Contact.

7. The Enquiry form is filed in the Enquiry folder.

8. Enquiries are progressed with customers by the Workshop Administrator on a monthly basis, and notes made on their Quote form.

9. A Quotation Matrix is maintained on the computer system by the Workshop Administrator, with details of pricing for different types of jobs and parts.


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10. The Quotation Matrix is referred to when composing the quotation. Any bespoke pricing requirements are discussed with the directors.

11. Quotations are prepared in Microsoft Outlook.

12. Copies of all Quotations submitted by e-mail and are retained in the appropriate e-mail folder on the system as follows:

1. Tuning quotes folder2. Powerflow (exhausts) quotes folder3. Roll cages quotes folder4. Bespoke quotes folder.

13. Any queries relating to the Quotation are discussed until resolved. If an amended Quotation is issued, the superseded information is clearly identified in the Enquiry Register revision column within the Job book should it be required for future reference. The amended quote is e-mailed to the customer and the quote number has an appended REV1, REV2 etc. suffix.

14. The customer accepts the quotation verbally, and may or may not provide a purchase order reference, that is recorded for invoicing purposes.

15. During the above discussion with the customer, the workshop administrator will refer to the google calendar to agree a date and time for the work to be carried out, and will record the fact the Enquiry has been won, into the Enquiry register.

16. If the order value is above £500, an upfront deposit may be collected, prior to commencement of the work.

17. Any required parts or materials are ordered in accordance with the relevant procedures set out in Section 8.4 of this Manual.


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8.3 Design and development of products and services

8.3.1 General

SummaryOf

Requirements

An appropriate design and development process to ensure the provision of products and services shall be set up, put into place and maintained by the Organisation.

8.3.2 Design and development planning

Summaryof

Requirements

The Organisation shall consider the following as it determines the stages and controls for design and development:a) The nature, duration and complexity of activities relating to design and developmentb) The necessary process stages, including applicable design and development reviewsc) The necessary activities relating to design and development verification and validationd) The responsibilities and authorities playing a role in the design and development processe) The internal and external resource requirements for the design and development of

products and servicesf) The necessity to control interfaces between individuals playing a role in the design and

development processg) The need to ensure that customers and users are involved in the design and development

processh) The requirements for future provision of products and servicesi) The anticipated degree of control that customers and other relevant parties should have

over the design and development processj) The documented information necessary to prove the fulfilment of design and

development requirements.


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8.3 Design and development of products and services (continued)

8.3.3 Design and development inputs

Summaryof

Requirements

The necessary requirements for the particular kinds of products and services to be designed and developed are to be determined by the Organisation. The following are to be considered by the Organisation:a) Requirements related to function and performanceb) Information resulting from earlier similar activities in design and developmentc) Statutory and regulatory requirementsd) Standards or codes of practice that the Organisation has pledged to put into practicee) Possible effects of failure due to the nature of the products and services.Inputs shall be sufficient for design and development purposes, complete and unambiguous. Where there are conflicting design and development inputs, a decision shall be reached.Documented information on design and development inputs shall be kept by the Organisation.

8.3.4 Design and development controls

Summaryof

Requirements

Controls shall be applied to the design and developments process by the Organisation to ensure the following:a) Definition of results to be accomplishedb) Reviews are carried out to assess the ability of the results of design and development to

fulfil requirementsc) In order to ensure that the design and development outputs are in line with the input

requirements, verification activities are carried outd) In order to ensure that the resulting products and services are in line with the

requirements for the specified application or intended use, validation activities are carried out by the Organisation

e) When difficulties are determined during the reviews, or verification and validation activities, any suitable actions are taken

f) Documented information of these activities is kept.


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8.3 Design and development of products and services (continued)

8.3.5 Design and development outputs

Summaryof

Requirements

It shall be ensured that design and development outputs shall do the following:a) Fulfil the input requirementsb) Are sufficient for the ensuing processes for the provision of products and servicesc) Comprise or make reference to monitoring and measuring requirements, as appropriate,

and acceptance criteriad) Give details of the characteristics of the products and services that are required for their

specific purpose and their safe and correct provision.Documented information on design and development outputs shall be kept by the Organisation.

8.3.6 Design and development changes

Summaryof

Requirements

Changes made during or after the design and development of products and services shall be identified, reviewed and controlled by the Organisation to the degree required so that no detrimental impact on conformity to requirements is experienced.Documented information shall be kept by the Organisation on:a) Changes to design and developmentb) Review resultsc) The authorisation of the changesd) Preventive actions for detrimental impacts.

STATEMENT/PROCEDURE

1. The Organisation does not currently undertake any design activities or other similar processes addressed by this Section of the Standard. Should this situation change, by customer demand or any other reason, appropriate procedures will be developed and introduced. The Management Review process continuously monitors this situation.


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8.4 Control of externally provided products and services

8.4.1 General

Summaryof

Requirements

The conformity of externally provided processes, products and services to requirements shall be ensured by the Organisation.The controls to be applied to externally provided processes, products and services shall be determined by the Organisation when:a) There is an intention to incorporate products and services from external providers into

the Organisation’s own products and servicesb) There is a direct provision of products and services to the customer(s) by external

providers on behalf of the Organisationc) Provision of a process, or part of a process, is made by an external provider due to a

decision made by the Organisation.Criteria for the evaluation, selection and monitoring of performance and re-evaluation of external providers shall be determined and put into practice by the Organisation, according to their ability to provide processes or products and services in line with requirements. Documented information of these activities and any required actions arising from the evaluations shall be kept by the Organisation.

8.4.2 Type and extent of control

Summaryof

Requirements

The Organisation shall ensure that its ability to consistently deliver conforming products and services to its customers shall not be adversely affected by externally provided processes, products and services.The following shall be carried out by the Organisation:a) The Organisation shall ensure that externally provided processes stay within the control

of its Quality Management Systemb) Both the controls that it intends to apply to an external provider and those it intends to

apply to the resulting output shall be defined


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8.4 Control of externally provided products and services (continued)

8.4.2 Type and extent of control (continued)

Summaryof

Requirements (continued)

c) The following shall be considered:a. The way in which the externally provided processes, products and services might

potentially impact the Organisation’s position regarding its consistent fulfilment of customer and applicable statutory and regulatory requirements

b. The degree to which the controls applied by the external provider are effective.d) It shall be ensured that the externally provided processes, products and services fulfil

requirements through the determination of the required verification or other activities.

8.4.3 Information for external providers

Summaryof

Requirements

The suitability of requirements shall be ensured by the Organisation before they are communicated to the external provider.The Organisation’s requirements for the following shall be communicated to external providers:a) The provision of processes, products and servicesb) The approval of the following:

a. Products and servicesb. Methods, processes and equipmentc. The release of products and services.

c) Competence, which includes any essential qualification of personsd) The external providers’ interactions with the Organisatione) The Organisation’s application of control and monitoring of the external providers’

performancef) Activities relating to verification or validation that the Organisation, or its customer, plans

to carry out at the external providers’ premises.

STATEMENT/PROCEDURE

1. A regularly updated Schedule of Approved Providers is maintained by the Organisation in Sage. Before a provider is added, the Organisation’s approval procedure is followed.


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2. Suppliers will be assessed on their ability to provide the type, specification of product, service and quality required by the Organisation. On approval, details will be given to Accounts, to arrange credit terms, etc.

3. The selection of providers is based on the consideration of some or all of the following criteria:

1. Historical usage2. Quality of product or service3. Specialist provider4. Completion of a Provider Evaluation Form5. Widely accepted as being reputable and trustworthy6. Good Reputation7. Availability of materials.

4. Providers are monitored and reviewed on a regular basis to ensure that materials and/or services meet with order requirements.

5. An entry is made by the into the purchase order book and the next available a PO# number is taken to be communicated to the provider/supplier verbally or in writing. The following information is recorded:

1. Purchase Order number2. Supplier3. Job number4. Customer5. Description6. Quoted7. Ordered8. Received9. Cost.

6. Purchases are made via the internet, verbally or by e-mail.

7. Whenever the order cannot be confirmed in writing, the provider is requested to read back the order details in order to confirm that the requirements have been clearly understood.


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8. Upon receipt of product an inspection is carried out in order to ensure that they conform to the original order requirements and for any damage. Any discrepancies, i.e. shortage or damage, are noted on the Delivery/Collection Note and reported to the Workshop administrator for further action with the provider. The person checking the incoming goods records their name and date on the delivery documentation before submitting it to the office.

9. Discrepancies of a significant nature are noted on a Management Information Report that may be forwarded to the provider for actioning and then filed for review at the Management Reviews. Continual issues that arise with suppliers may result in their removal as Approved Providers.

10. On receipt of the invoice, the details are cross-checked against the original order details and once confirmed, the invoice is passed for payment.


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8.5 Production and service provision

8.5.1 Control of production and service provision

Summaryof

Requirements

Production and service provision shall be put into practice by the Organisation under controlled conditions.Controlled conditions include the following, as applicable:a) The availability of documented information, defining:

a. The characteristics of the products to be manufactured, the services to be delivered, or the activities to be carried out

b. The results to be accomplishedb) The availability and use of appropriate monitoring and measuring resourcesc) In order to ensure that criteria for control of processes or outputs, and acceptance criteria

for products and services, have been met, monitoring and measurement activities shall be put into practice at appropriate stages

d) Suitable infrastructure and environment shall be used for the operation of processese) Competent persons shall be appointed, which includes any necessary qualificationf) The ability to achieve planned results of the processes for production and service

provision, where the resulting output cannot be verified by monitoring or measurement carried out afterwards, shall be validated and periodically revalidated

g) Preventive actions shall be carried out to avert human errorh) Release, delivery and post-delivery activities shall be put into practice.

STATEMENT/PROCEDURE

1. All staff carry out their work reflecting:

1. Agreements with customers2. Their skills, training, qualifications and experience3. Further instructions from the Directors or Workshop Administrator4. Further instructions from customers.

Therefore documented generic work instructions are not considered appropriate.


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8.5.1 Control of production and service provision (continued)

2. The Organisation does not carry out any special processes that require specific control features in order to ensure product conformity. The product conformity of all of the Organisation’s output is readily verifiable by conduct of the appropriate inspection or test on completion. The Management Review process monitors this situation and should these circumstances change, procedures shall be introduced to address and comply with the requirements of the Standard as summarised above.

3. Work is allocated by the Workshop Administrator or Directors, in accordance with specific customer requirements and personnel are allocated to a job based on qualifications, skills required, workloads and their availability.

4. The Job Book is completed when a Job card has been created including the following information:

1. Job number (The format of the job number is DDMMYY followed by a sequential number for the day e.g. 1, 2 etc.)

2. Customer3. Contact number4. Job description5. Parts required6. Parts sourced7. Parts received8. Date out invoice number9. Invoice total10. Payment.

5. For Roll cages, exhaust and tuning work, a job Card is created recording all the required details relating to the work to be carried out, the customer and their vehicle.

6. The Wheel repairs only, a Wheel Repair Job card is created, to record the job details and existing state of the customers wheel/s including any cracks, dents or scuffs.

7. The work is carried out in the workshop according to the requirements stated on the Job card or Wheel repair job card.

8. After completion of each job, the job card is returned to the office for invoicing, after which it is attached to a copy of the invoice and filed in invoice order.


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8.5 Production and service provision (continued)

8.5.2 Identification and traceability

Summaryof

Requirements

Suitable means shall be used by the Organisation to identify outputs when it needs to ensure that products and services conform to requirements.The status of outputs regarding monitoring and measurement requirements throughout production and service provision shall be identified by the Organisation. When traceability is a requirement, the unique identification of the outputs shall be controlled and in order to enable traceability, the required documented information shall be kept.

STATEMENT/PROCEDURE

1. The status of a job and those responsible for its processing can be traced by referring to the Job Card.

2. The traceability of individual staff training and qualifications gained is retained in Training Records in accordance with the relevant procedures described in Section 7.2 and 7.3 of this Manual.

3. The status of any purchases can be identified in the Purchase order book.

4. The status of any jobs can be identified in the job book.

5. The status of any quotations can be identified in the Quote register.


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8.5.3 Property belonging to customers or external providers

Summaryof

Requirements

While under the Organisation’s control or in use by the Organisation, care shall be exercised with customer-owned property or property owned by external providers.The identification, verification, protection and safeguarding of customers’ or external providers’ property which has been provided for use or is to be incorporated into the products and services.The customer or external provider shall be notified in the event that the property of a customer or external provider is lost, damaged or otherwise found to be unsuitable for use, and documented information on what has occurred shall be kept.

STATEMENT/PROCEDURE

1. On its receipt by the Organisation, customer property is clearly identified and subsequently processed in accordance with the relevant procedures set out in Section 8.5.4.

2. All data and information provided by customers are treated as confidential in accordance with the requirements of the Data Protection Act 1998 and are protected using suitable physical and electronic protection methods.

3. Customers are notified of any loss, corruption, or other damage to their data, information or property.

4. Customer keys are kept securely in a lock box in the workshop.

5. Vehicles are protected on site by CCTV and gates are gates securely locked at night time

6. A CCTV system has been installed in the workshop area for protection of customer property.

7. A Security Company patrols the premises at night time.


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8. Prior to commencing work on customer property, the site and relevant facilities are checked in order to establish that they are appropriate for the proposed work and that any related information provided by the customer is accurate.

9. Appropriate measures are taken to maintain the integrity and security of any aspects of customer property that may be affected during the course of work undertaken on their behalf.


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QUALITY MANUAL

8 - OPERATION


8.5.4 Preservation

SummaryOf

Requirements

In order that conformity to requirements is ensured, outputs shall be preserved by the Organisation during production and service provision to the extent necessary.

STATEMENT/PROCEDURE

IDENTIFICATION

1. All documents and data are identified by the application of the relevant procedures set out in Section 8.5.2 of this Manual.

2. Stock and materials received are identified by the manufacturers' labelling, or can easily be visually identified.

PROTECTION

3. Stock and materials are retained in the manufacturer’s protective packaging on suitable labelled racking until it is required for processing.

4. All work is carried out with due regard to the relevant Health & Safety and subsequent Risk Assessments in operation at the time.

5. All staff are issued with appropriate Personal Protective Equipment (PPE) for work activities undertaken and a Register is maintained.

6. All data stored on the Organisation's computer system is suitably password protected such that only authorised employees have access to the relevant levels of the system.

HANDLING

7. Handling of all items within the Organisation is by recognised safe methods. Full consideration is given to the potential dangers of using any materials labelled as hazardous.


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QUALITY MANUAL

8 - OPERATION


8. All documents and electronic storage devices are handled with appropriate care, having regard to their importance to the Organisation and its customers.

STORAGE

9. All materials are stored in accordance with the manufacturer’s recommendations in the stores area.

10. Property belonging to the customer is treated in accordance with section 8.5.3.

11. Hazardous materials such as chemicals are stored in safe and secure areas and in accordance with any legislative or regulatory requirements in place.

12. When not in use, all documents and electronic storage devices are stored in the appropriate files, cabinets or other facilities.


JC WELDFAB LTD

QUALITY MANUAL

8 - OPERATION


8.5.5 Post-delivery activities

Summaryof

Requirements

Requirements for post-delivery activities related to the products and services shall be fulfilled by the Organisation.The Organisation shall consider the following as it determines the extent of post-delivery activities required:a) Any requirements of a statutory or regulatory natureb) The possible unwanted consequences related to its products and servicesc) The products’ and services’ nature, use and planned lifetimed) Customer requirementse) Customer feedback.

STATEMENT/PROCEDURE

1. As applicable, the Organisation conducts the following activities that are considered“post-delivery activities”:

1. All Powerflow products carry a lifetime vehicle warranty2. Products supplied by the Organisation are provided in accordance with any applicable

statutory and regulatory requirements in place3. Certificates of Conformity where applicable are provided on request4. The Organisation ensures that appropriate liability insurance is maintained should there

be any issue in relation to any statutory and/or regulatory requirements in conjunction with its business activities

5. Regular reviews of customer feedback is undertaken as to ensure contractual obligations are maintained

6. The Organisation encourages its customers to return their vehicles if they have any concerns about the work that has been carried out, to enable actions to be taken to rectify any problems that may have occurred.


JC WELDFAB LTD

QUALITY MANUAL

8 - OPERATION


8.5.6 Control of changes

Summaryof

Requirements

Changes for production or service provision shall be reviewed and controlled by the Organisation to the extent necessary so that continuing conformity with requirements is ensured.Documented information which details the results of the review of changes, the person(s) authorising the change, and any necessary actions resulting from the review shall be kept by the Organisation.

STATEMENT/PROCEDURE

1. A formal change control process is in place to ensure the proper evaluation and approval of all proposed significant changes to production and service provision.

2. Formal changes to processes and documentation will be used by the Organisation when changes are considered significant. Minor changes may be made without formal control, however the decision on what constitutes a significant or minor change must be agreed upon by those involved in the change.

3. A record of such significant changes including details of the methodology and those responsible for authorising the change is to be recorded on a Production and Service Provision Change Control Record.


JC WELDFAB LTD

QUALITY MANUAL

8 - OPERATION

8.6 Release of products and services

Summaryof

Requirements

In order to verify that the product and service requirements have been fulfilled, planned arrangements shall be put into practice by the Organisation at appropriate stages.Unless given approval by an appropriate authority and, as applicable, by the customer, the release of products and services to the customer shall not take place before the satisfactory completion of planned arrangements.Documented information shall be kept by the Organisation regarding the release of products and services. The documented information includes:a) Evidence of conformity with the acceptance criteriab) Traceability to the person(s) having authority to allow the release.

STATEMENT/PROCEDURE

1. All work is carried out by suitably trained and experienced staff under the supervision of the Directors.

2. Throughout each stage of, and on completion of all work, satisfactory inspection is recorded on Job cards.

3. All Job cards are signed/initialled and dated by the relevant person as applicable.

4. All records are returned to the office are retained as part of the Quality records.

5. All staff are responsible for the quality of their own work.


JC WELDFAB LTD

QUALITY MANUAL

8 - OPERATION

8.7 Control of non-conforming outputs

8.7.1Summary

ofRequirements

When outputs do not conform to their requirements, the Organisation shall ensure that these are identified and controlled for the prevention of any unintended use or delivery.Based on the nature of the non-conformity and its effect on the conformity of products and services, appropriate action shall be taken by the Organisation. Any appropriate action shall also be taken by the Organisation regarding any non-conforming products and services detected after delivery of products, during or after the provision of services.Non-conforming outputs shall be dealt with in one or more of the following ways:a) Correctionb) Segregation, containment, return or suspension of provision of products and servicesc) Notifying the customerd) Acquiring authorisation for acceptance under concession.When non-conforming outputs are corrected, conformance with any requirements shall be ensured through verification.

8.7.2Summary

ofRequirements

Documented information shall be kept by the Organisation that:a) Details the non-conformityb) Details any actions takenc) Details any concessions obtainedd) Designates the authority deciding the action regarding the non-conformity.

STATEMENT/PROCEDURE

1. All activities not meeting the requirements of the Quality Management System or agreements with customers are suspended pending further action.

2. All materials, products, services and sub-contractor performance not meeting the required specification are clearly identified and/or segregated pending a decision regarding their further disposition.


JC WELDFAB LTD

QUALITY MANUAL

8 - OPERATION

8.7 Control of non-conforming outputs (continued)

3. The problem is investigated in order to establish its cause and to determine appropriate action.

4. Any internal problems are addressed in accordance with the nature of the problem (e.g. staff performance issues).

5. Significant problems including customer complaints are recorded on a Non-conformance Reports with actions subsequently taken.


JC WELDFAB LTD

QUALITY MANUAL

9 - PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

Summaryof

Requirements

The following shall be determined by the Organisation:a) Items requiring monitoring and measurementb) In order to ensure valid results, any required methods for monitoring, measurement,

analysis and evaluationc) Scheduling of the monitoring and measuringd) Scheduling of analysis and evaluation of the results from monitoring and measurement.The performance and effectiveness of the Quality Management System shall be evaluated by the Organisation.Appropriate documented information shall be kept by the Organisation as evidence of the results.

STATEMENT/PROCEDURE

1. The Organisation monitors, measures, analyses and improves its processes in order to:

1. Demonstrate conformity of its activities2. Ensure conformity to the Quality Management System3. Continually improve the effectiveness of the Quality Management System.

2. Monitoring and measurement of processes are achieved by implementation of the procedures set out in Sections 9.2 (Internal audit) and 9.3 (Management review).

3. Whenever significant deficiencies are identified, appropriate action is agreed, implemented and recorded in accordance with the relevant procedures set out in Section 10.2 of this Manual.


JC WELDFAB LTD

QUALITY MANUAL


9.1 Monitoring, measurement, analysis and evaluation (continued)

9.1.2 Customer satisfaction

Summaryof

Requirements

Customers’ perceptions of the extent to which their requirements and expectations have been met shall be monitored by the Organisation. The methods for acquiring, monitoring and reviewing this information shall be determined by the Organisation.Customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty claims and dealer reports are all examples of monitoring customer perceptions.

STATEMENT/PROCEDURE

1. A Customer Satisfaction Questionnaire is issued to corporate customers after completion of each job, inviting graded responses to questions relating to all aspects of the Organisation’s service.

2. All returned Questionnaires are collated, analysed and passed for Management Review.

3. Retail customers are invited to leave graded feedback via the organisations Facebook page, which can be viewed during Management review meetings.

4. The Organisation’s directors carry out routine monitoring of the levels of customer satisfaction as part of their day-to-day duties through maintenance of close relationships with each customer.

5. All observations received, whether positive or negative, are recorded and administered accordingly.

6. In addition, ongoing review and collection of data relating to non-conformances, customer complaints and repeat business data is conducted by senior management and passed for Management Review.

7. Compliments and testimonials are received via Facebook, Instagram, e-mail or phone call.


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QUALITY MANUAL



8. All compliments and testimonials are collated, analysed and passed for Management Review.

9. The results are used to ensure the continued success of the Organisation and maintain customer confidence.


JC WELDFAB LTD

QUALITY MANUAL



9.1.3 Analysis and evaluation

Summaryof

Requirements

Appropriate data and information arising from monitoring and measurement shall be analysed and evaluated by the Organisation.The following shall be evaluated using the results of analysis:a) Conformity of products and servicesb) The level of customer satisfactionc) The performance and effectiveness of the Quality Management Systemd) The extent to which planning has been put into practice effectivelye) How effective any actions taken to address risks and opportunities have beenf) External providers’ performanceg) The necessity for improvements to the Quality Management System.

STATEMENT/PROCEDURE

1. The following data is analysed in order to identify trends and opportunities for preventive and/or improvement actions:

1. Customer Satisfaction Monitoring Records2. Product and/or Service Conformity Records3. Product and/or service trends4. Results of internal Quality Audits as a measurement of the effectiveness of the Quality

Management System5. Non-conformance Records.

2. The analysed data is presented as critical input into the Management Review process set out in Section 9.3.


JC WELDFAB LTD

QUALITY MANUAL


9.2 Internal audit

9.2.1

Summaryof

Requirements

Internal audits shall be carried out at planned intervals by the Organisation for the provision of information regarding whether the Quality Management System:a) Conforms to:

a. The Organisation’s own requirements for its Quality Management Systemb. The requirements of the International Standard

b) Is put into practice and maintained effectively.

9.2.2

Summaryof

Requirements

The following shall be carried out by the Organisation:a) An audit programme(s), including the frequency, methods, responsibilities, planning

requirements and reporting shall be planned, set up, put into practice and maintained, taking into consideration the importance of the related processes, changes affecting the Organisation, and previous audit results

b) For each audit, the audit criteria and scope shall be definedc) Auditors shall be selected and audits conducted to ensure objectivity and the impartiality

of the audit processd) The Organisation shall ensure that relevant management are notified of audit resultse) Appropriate correction and corrective actions shall be undertaken in a timely mannerf) Documented information shall be kept to demonstrate that the audit programme and the

audit results are being put into practice.

STATEMENT/PROCEDURE

1. A Quality Audit Programme is maintained by the Quality Manager ensuring that every Section of the Quality Management System is verified at least annually.

2. More frequent Quality Audits may be organised by the Quality Manager depending on the importance of the activities being audited.


JC WELDFAB LTD

QUALITY MANUAL


9.2 Internal audit (continued)

3. Internal Quality Audits are carried out according to the following procedures:

4. At the beginning of every month, the Quality Manager consults the Quality Audit Programme and establishes which, if any, parts of the Quality Management System are to be audited during the coming month.

5. A member of staff, whenever possible independent of the activity to be audited, is appointed by the Quality Manager.

6. The Auditor refers to the Quality Manual and determines the activities to be audited.

7. The Auditor selects a representative number of records to be audited on a random basis.

8. The Auditor advises any personnel concerned that a Quality Audit is being undertaken and answers any questions they may have regarding the audit.

9. The Auditor examines the records selected in order to determine whether the activities identified above have been carried out correctly.

10. The Auditor keeps a record of the process and the findings of the Quality Audit.

11. The Quality Audit Record and all other documents relating to internal audits are passed to the Quality Manager.

12. The Quality Audit Record and all other documents relating to internal Quality Audits are retained for inspection by QMS International at the annual external Quality Audit.

13. All issues arising from the internal Quality Audit requiring immediate attention are discussed with the appropriate personnel and a record is kept on a Quality Audit Report or Management Information Report as appropriate.

14. The Quality Manager ensures that the Quality Audit results are discussed at the next Management Review.


JC WELDFAB LTD

QUALITY MANUAL


9.3 Management Review

9.3.1 General

9.3.2 Management Review inputs

9.3.3 Management Review outputs

Summaryof

Requirements

At planned intervals the Organisation’s Quality Management System shall be reviewed by top management so that its ongoing suitability, adequacy, effectiveness and alignment with the strategic direction of the Organisation may be ensured.

STATEMENT/PROCEDURE

1. As part of the initial implementation of the Quality Management System, a Management Review was held during the first two months of its adoption in accordance with the procedures set out below.

2. A Management Review is carried out at not greater than three-monthly intervals and addresses, in addition to general matters, the following:

1. Non-conformance Records2. Status of corrective actions3. Management Information trend analysis4. Follow up actions from earlier Management Reviews5. The extent to which Quality Objectives have been met6. Monitoring and measurement results, including audits7. The effectiveness of actions taken to address risks and opportunities8. Changes in the external and internal issues that could affect the Quality Management

System, including requirements for additional or revised resources9. The Organisation’s Quality Policy, Objectives and goals in order to determine whether

they remain relevant to the requirements of customers and management10. The overall operation of the Organisation’s Quality Management System in order to

determine its continuing suitability and effectiveness


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QUALITY MANUAL


9.3 Management Review (continued)

2./continued

11. Opportunities for improvement12. The performance of external providers, including any required actions resulting from

unsatisfactory performance13. Staff training and competence requirements14. Customer satisfaction and feedback from relevant interested parties.

3. The agenda and minutes of Management Reviews are retained in accordance with Section 7.5.3.


JC WELDFAB LTD

QUALITY MANUAL

10 - IMPROVEMENT

10.1 General

Summaryof

Requirements

Opportunities for improvement shall be determined and selected by the Organisation and any necessary actions to fulfil customer requirements and improve customer satisfaction shall be carried out.Included in these are:a) The improvement of products and services to fulfil requirements as well as for addressing

future needs and expectationsb) Correcting, preventing or reducing unwanted effectsc) The improvement of the performance and effectiveness of the Quality Management

System.

STATEMENT/PROCEDURE

1. The effectiveness of the Quality Management System is continually reviewed and improved through the Management Review process set out in Section 9.3 and by:

1. The application of the Quality Policy2. The application of the Quality Objectives3. Quality Audits4. Analysis of data5. Corrective actions6. The evaluation and treatment of risks and opportunities7. Circulation of Management Review Minutes.


JC WELDFAB LTD

QUALITY MANUAL

10 - IMPROVEMENT

10.2 Non-conformity and corrective action

10.2.1Summary

ofRequirements

In the event of a non-conformity, including any resulting from complaints, the Organisation shall do the following:a) Respond to the non-conformity and, as applicable:

a. Take measures to control and correct itb. Handle the outcomes.

b) Assess the requirement to act to remove the cause(s) of the non-conformity, to prevent its occurrence or recurrence elsewhere, through:a. The review and analysis of the non-conformityb. The determination of the causes of the non-conformityc. The determination of whether similar non-conformities exist, or could potentially

occur.c) Put any necessary action into practiced) Review the effectiveness of any corrective action carried oute) If necessary, update risks and opportunities ascertained at planning stagef) If necessary, make changes to the Quality Management SystemCorrective actions shall be appropriate to the effects of the non-conformities in question.

10.2.2Summary

ofRequirements

Documented information shall be kept as evidence of the following:a) The nature of the non-conformities and any actions taken subsequentlyb) The results of any corrective action.

STATEMENT/PROCEDURE

1. The nature of, and action taken to correct, any non-conformances is recorded on aNon-conformance Report.

2. An investigation is undertaken to determine the cause of the non-conformance.


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QUALITY MANUAL

10 - IMPROVEMENT

10.2 Non-conformity and corrective action (continued)

3. The corrective actions taken to prevent recurrence of non-conformances, and those records and reports generated, are regularly reviewed at Management Reviews in order to identify any trends and to determine the effectiveness of preventive measures taken.

4. Revised procedures are developed and implemented as considered appropriate and are reviewed accordingly.


JC WELDFAB LTD

QUALITY MANUAL

10 - IMPROVEMENT

10.3 Continual improvement

Summaryof

Requirements

The suitability, adequacy and effectiveness of the Quality Management System shall be continually improved by the Organisation.The results of analysis and evaluation, and the outputs from Management Review, shall be considered by the Organisation so that any needs or opportunities requiring attention as part of continual improvement may be determined.

STATEMENT/PROCEDURE

1. The Organisation ensures continual improvement of the suitability, adequacy and effectiveness of the Quality Management System by application of the procedures documented in Section 10.1.


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